Help Desk Support Analyst

TEKsystems • Westchester, IL

12h • $22 - $24 • Hybrid

About The Position

This Level 1 Help Desk Support role provides front-line technical assistance to end users in a fast-paced hybrid work environment. The analyst responds to a high volume of incoming calls and email tickets, troubleshoots common desktop and application issues, and provides timely, professional support. Initial training includes shadowing experienced technicians and using an internal knowledge base to learn the organization's applications and processes.

The position is based in Westchester, Illinois, and combines on-site and remote work. The standard shift is 10:00 a.m. to 7:00 p.m. The role supports users through Windows 10 and 11, Microsoft 365, Skype, Microsoft Teams, Active Directory, VPN connectivity, and ServiceNow. It is a contract position. The stated pay range is $22.00–$24.00 per hour, with individual compensation dependent on job-related factors. Eligible benefits for this temporary role may include medical, dental and vision coverage; critical illness, accident and hospital coverage; a 401(k) retirement plan; life insurance; short- and long-term disability; a health spending account; transportation benefits; an employee assistance program; and time off or leave.

Requirements

• Demonstrated experience in help desk or technical support handling phone-based end-user inquiries.
• Strong written and verbal communication skills for interacting with end users and teammates at various levels.
• Ability to deliver professional, customer-focused service in a high-volume support environment.
• Hands-on experience supporting Windows 10 and Windows 11.
• Experience supporting Microsoft 365 applications, including Word, Excel, PowerPoint and remote desktop capabilities.
• Familiarity with Skype and Microsoft Teams user support and basic troubleshooting.
• Tier 1 Active Directory experience, including password resets and account unlocks; account provisioning or creation is not included.
• Knowledge of supporting remote users, including basic VPN connectivity and troubleshooting.
• Experience using an enterprise ticketing system to manage and track support requests; ServiceNow is preferred.
• Ability to work independently and adhere to established processes and procedures.
• Comfort working in a fast-paced environment and managing multiple tickets and calls simultaneously.
• Strong interpersonal skills, with the ability to build rapport and collaborate with team members.

Nice To Haves

• Experience in a Level 1 help desk or call center environment handling 30–40 calls per day.
• Prior exposure to large enterprise IT environments and internal application support.
• Ability to quickly learn new systems and processes through training, shadowing and use of a knowledge base.
• Strong organizational skills and attention to detail in ticket documentation and follow-up.
• Adaptability to changing priorities and willingness to take on new tasks as needed.

Responsibilities

• Log into the phone system daily and handle approximately 30–40 incoming support calls from end users.
• Monitor personal email and the ticket queue, and promptly respond to dispatched and assigned ServiceNow tickets.
• Provide Level 1 phone support with clear, courteous and professional customer service.
• Troubleshoot Windows 10 and Windows 11 desktops, including common operating system and user issues.
• Support Microsoft 365 applications, including Word, Excel, PowerPoint and remote desktop capabilities.
• Assist users with Skype and Microsoft Teams, including basic usage, connectivity and features.
• Perform Tier 1 Active Directory tasks, including password resets and account unlocks, following access control procedures.
• Support remote users with basic VPN connectivity troubleshooting and guidance.
• Use ServiceNow to log, track, update and close incidents and service requests in accordance with help desk processes.
• Follow documented procedures and use the internal knowledge base to resolve issues efficiently and consistently.
• Collaborate with lead technicians and teammates, escalating issues that require higher-level support.
• Participate in initial and ongoing training to learn internal applications, tools and support standards.
• Maintain accurate, detailed documentation of work performed, steps taken and resolutions provided.
• Manage multiple tickets and calls while meeting response and resolution expectations in a fast-paced environment.
• Build positive working relationships with end users and teammates, demonstrating patience, professionalism and strong communication skills.

Benefits

• Medical, dental and vision coverage, subject to eligibility and plan terms.
• Critical illness, accident and hospital coverage, subject to eligibility and plan terms.
• 401(k) retirement plan with pre-tax and Roth post-tax contributions available.
• Voluntary life and AD&D insurance for employees and dependents.
• Short- and long-term disability coverage.
• Health Spending Account (HSA).
• Transportation benefits.
• Employee Assistance Program.
• Time off or leave, including PTO, vacation or sick leave, subject to eligibility and applicable terms.

What This Job Offers

• Career Level: Entry Level
• Education Level: No Education Listed